FREQUENTLY ASKED QUESTIONS
HOW LONG WILL MY ORDER TAKE TO SHIP?
We aim to process all orders the same day and offer 2 shipping rates for UK orders - Express Delivery (2-3 working days) or Standard Delivery (4-5 working days). For international orders, this will depend entirely on your countries' postal service and customs clearance and can take anything from 7-21 working days. At busy periods, such as around Christmas and Black Friday sales, parcels may take a little longer then usual to arrive, so please bear this in mind.
CAN I TRACK MY ORDER?
Currently, we do not offer a full tracking service as standard. However, when you place an order with us, you will receive your order confirmation, followed by a second email once your order has shipped. This will provide you with an estimated delivery time for UK orders. Should you require further information as to the status of your parcel, please drop us an email using our contact form and one of our team will get back to you asap.
WHAT DO I DO IF MY PARCEL HASN'T ARRIVED IN THE STIPULATED TIME?
Just drop us an email and we'll find out what's going on. We are able to track every parcel through our online Royal Mail account. Please note that for UK orders, a parcel is not classed as 'missing' until 10 working days after its' due date, and for EU orders; 20 working days after its' due date.
WHAT HAPPENS IF I'M OUT WHEN MY ORDER ARRIVES?
If your parcel will not fit through your letterbox, Royal Mail will either leave it with a neighbour or take it back to your local depot for you to collect at a time that is suitable for you. In both cases, you will be left a card to tell you where your parcel is and what to do next.
MY ORDER IS WRONG. WHAT SHOULD I DO?
We're only human and mistakes can happen from time to time. In the rare event that your order is incorrect, just drop us an email using our contact form and one of our team will get it sorted for you asap.
WHAT SIZE SHOULD I ORDER?
We have a detailed size guide here which will give you all of the information you need to find your perfect fit.
CAN I RETURN MY ITEMS FOR AN EXCHANGE?
You have 28 days from receipt of your parcel to request an exchange provided it is in an unused condition. Simply fill in the returns form and send your parcel back to us. We must ask that you cover the cost of return postage and use a trackable service. Our return address is: Blakemere, Black Park Road, Whitchurch, Shropshire, SY13 4JP.
CAN I RETURN MY ITEM AFTER 28 DAYS?
No. We have a strict 28 day return policy. We reserve the right to refuse any items sent back to us should they go beyond this period and no refund or exchange will be issued.
WHAT IF MY ITEM IS FAULTY?
In the rare event that you receive your item and it is in an unsatisfactory condition, simply, fill in the returns form and send the item back to us for a refund or exchange. We will also refund the cost of return postage, simply email us a copy of your receipt to our contact form quoting your name and order number.
DO YOU HAVE AN EXTENDED RETURNS POLICY AT CHRISTMAS?
Yes. Any order placed in December, we offer an extended returns period until the 15th January.
HOW CAN I FIND OUT WHEN AN ITEM WILL BE BACK IN STOCK?
We always announce restocks and new products alerts on our social media channels. Follow us on Instagram and Facebook or sign up to our newsletter and you'll be kept up to date and hear about new products and restocks before anyone else.
I DON'T HAVE PAYPAL. IS THERE ANY OTHER WAY I CAN PAY?
You don't actually need to have a PayPal account to place an order. Once you have gotten through the checkout stage and clicked "Continue to PayPal", on the next page, click "Create an Account" and you will be given the option to "Pay with Debit or Credit card" where you will be able to enter your details as normal, without the need to actually create an PayPal account.